In this Service Desk role, you will be on the front lines of our rapidly growing IT department. You'll be part of a small team of rock stars supporting Arrive employees for all types of IT issues - from basic email and password issues to complex network and application administration and support. You will collaborate with reps on the floor to the senior most executives, and will strive to provide a world-class customer service experience with swift resolution to keep our employees productive, empowered, and secure.

IN THIS ROLE, YOU WILL:

  • Mainly work out of a ticketing system to troubleshoot and resolve issues in a high-volume sales environment, occasionally providing creative workarounds to decrease user downtime.
  • Independently resolve user issues in a fun, friendly and cooperative manner.
  • Collaborate with your IT peers to work on projects such as office build-outs, special training sessions, application rollout, and internal tool optimization.
  • Provide timely and responsive resolutions for support tickets.
  • Thoroughly troubleshoot hardware, software, and network issues with a logical/analytical approach.
  • Comfortably solve all types of IT issues, and seek knowledge and understanding where you fall short on a solution.
  • Communicate issues to management when a problem needs to be escalated.
  • Clearly document resolution to issues, striving to empower users to self-serve through education, formal training, and constant contribution to the ever-growing knowledge base.
  • Perform other duties and projects as needed.
  • This is an essential employee role – you will need to be in the office supporting employees through hands-on project work, up to 75%.

THE IDEAL CANDIDATE IS/HAS:

  • 5+ years of customer service experience.
  • 3+ years of enterprise-level IT experience solving issues across the entire organization.
  • Obsessed with positive user experience.
  • True technologist at heart.
  • Outstanding communication skills.
  • Friendly, outgoing, positive attitude.
  • Previous experience troubleshooting equipment and software (G Suite, Microsoft Office, network connectivity issues, Windows 10, hardware malfunctions).
  • Thrives in fast-paced, fun, almost chaotic environments.
  • Collaborative across all levels and functions in the organization.
  • Strong problem-solving skills and ability to work independently when necessary.
  • Able to juggle multiple requests and prioritize effectively.
  • Demonstrable organizational skill, with a strong attention to detail.
  • Able to lift up to 50 lbs.

WHY ARRIVE?

  • Take ownership of your career at a tech-powered company.
  • Work in the booming city of Austin TX!
  • Take advantage of excellent benefits, including health, dental, vision, and life coverage.
  • Invest in your future with our matching 401K program.
  • Leave the suit and tie at home; our dress code is casual.
  • Eat for free on Fridays…lunch is on Arrive!
  • Grab a bite at the delicious food trucks located at the MET center.
  • Sweat it out using our on-site, state-of-the-art gym & yoga studio!
  • Recharge your batteries at our fully stocked caffeine bar.
  • Soothe aches and pains with our monthly in-office massages
  • Get active at the MET Center’s hike and bike trails and disk golf course.
  • Shoot some hoops at our basketball court or serve it up at our tennis court!

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